Frequently asked questions

Not finding your answer? Send us a message or give us a call at 888-508-3725.

We are proud to support so many people who are doing their part to limit the spread of COVID-19 by transitioning to a home office. As a result, our customer support team is receiving four times as many inquiries as normal. Emailing us is the fastest way to receive a response at this time: support@fully.com. We will answer customer calls between 10 a.m. and 3 p.m. PST. It may take us up to three business days to respond to your question. In the meantime, we’ve collected the most frequently asked questions from you and answered them below:

 

Frequently Asked Questions as of March 2020

How Do I Know If My Order Is In Stock?

Most products are in stock, and we are updating our product webpages in real time to let you know if something is currently out of stock. Look out for a light blue banner on the product webpage, which will let you know if an item is backordered. For our Jarvis Standing Desk, this banner appears in the desk configurator directly below the back-ordered feature option (such as the desktop size or frame color) you selected. If you have ordered a product that is out of stock, we will notify you with an email and can facilitate other options if you would like to change to a product that is in stock.


How Quickly Does My Order Ship?

As of March 27th, most of our items are shipping in 1-3 business days. With so many people transitioning to home offices to help stop the spread of COVID-19, we are helping an unprecedented number of people placing orders. As such, we will update our shipping times here and on our homepage as often as we have them. If you have questions about your order, please contact us directly at support@fully.com. We’ll be in touch within 3 business days and return your message in the order it is received.


How Long Will My Order Be In Transit?

Depending on your location, you can expect your order to deliver in 1-7 days after it is shipped from one of our two fulfilment centers. We’ll email you tracking information once your order has shipped so that you know exactly when you’ll receive it.


Do You Provide Expedited Shipping Options?

Unfortunately, we are not able to provide expedited shipping at this time. Rest assured that most items ship from our fulfilment centers in 1-3 business days.


Can I Change or Cancel My Order?

All orders are immediately charged and processed when an order is placed on our website. We will do our best to accommodate any changes but the window for editing an order is very small. As we ship most of our items out in 1-3 business days, changes need to be made the day the order was placed. Please note that once an order has begun processing or has shipped, the order can no longer be changed. You may email us at support@fully.com using the subject line “Immediate Order Change Needed” so that we can quickly identify your email and prioritize your request.


Is My Return Shipping Free?

Returns are always free! We have a friendly 30-day risk-free return policy on “like new” products returned in the original packaging from the contiguous United States. We’ll provide you with a return shipping label and help to schedule a FedEx pickup. If you haven’t already, please visit our Returns page and submit a return request there.


Are You Offering Any Discounts?

Yes! Using this page, please sign up for our newsletter and receive 5% off of your first Fully purchase.


I Just Emailed and/or Left a Voicemail. How Long Until I Hear Back?

Thank you for reaching out! We’ll be in touch within 3 business days and return your message in the order it is received. Please note, with so many people transitioning to home offices to help stop the spread of COVID-19, we are helping an unprecedented number of people. Thank you in advance for your patience as our small-but-mighty customer support team works hard to answer calls, return voicemails and respond to emails.


Where Can I See Products In Person?

The Fully showrooms are currently closed as a precautionary measure to help protect our team and our community from COVID-19. But Fully is still here for you. Please visit us at www.fully.com or email us at

We appreciate your concern. We are learning new information about how the COVID-19 virus spreads every day, and are referring to the most recent studies. In a study released on March 20th (that is still awaiting peer-review), researchers at the National Institutes of Health found that the Novel Coronavirus could live for relatively short periods of time on surfaces depending on the material, but more studies need to be done.
Our products are shipped in cardboard packaging. Per the NIH study, the virus cannot live on cardboard for more than 24 hours. This conclusion was also reached by the World Health Organization (WHO),which stated it is not likely that any virus could be transmitted by receiving a shipment of goods.
The Centers for Disease Control (CDC) is in alignment with the WHO, stating that the transmission risk via mail and packages is low. “In general, because of poor survivability of these coronaviruses on surfaces, there is likely very low risk of spread from products or packaging that are shipped over a period of days or weeks at ambient temperatures.” The CDC advised that “there is no need to disinfect mail or packages; however, you should wash your hands thoroughly after handling them.


General questions

How can I contact Fully?

Give us a call at 888-508-3725, or e-mail us at info@fully.com.


What if I forgot my password?

Not a problem! You can reset your password using your login email. If you're in need of further assistance, feel free to contact us and we'll be happy to assist!


What is a B Corporation?

In short, a B Corp is one of a group of businesses that take our social and environmental impact seriously. B Corporations are evaluated and certified by the independent nonprofit B Lab. Learn more about why we're a B Corp.


Which chair is best for my specific medical condition?

Tell your doctor about our website and talk about the different options we provide directly with him or her. Your doctor is your best resource for your specific medical condition.


Assembly questions

How much desk assembly is required?

Moderate assembly is required and we provide assembly instructions for each desk model.

If you would like to get an overview of the assembly process before your desk arrives, instructions can be found under the specification tab of each desk’s product page. We also have videos that can be used as a guide.


Can I get a pdf of those assembly instructions?

We have an entire page dedicated to PDFs of assembly instructions for items we carry. Just click on following link to get there: Instructions.


How do I mount a top to a Jarvis desk frame?

Visit fully.com/howtojarvis to watch the assembly video as well as download instructions.


How do I mount my accessories on a Jarvis desk?

It can be hard to imagine all of those accessories fitting under your desk, and depending on how big your tops is, maybe not all of them will. Please feel free to contact us if you have any questions. We're here to help!

Visit our instructions page for PDF instructions of the accessories we carry.


How do I adjust my Jarvis monitor arm?

Check out our Jarvis Monitor Arm adjustment video here.


Where can I find the screws to my Jarvis Desk?

We send out all of our frames with small machine screws (M6x10mm) and large machine screws (M6x14mm) to put the frame together. We also send out wood screws in case our customers order the Frame Only and want to use their own custom tops.
We then send out all of our tops with the screws needed to attach them to the frame. These screws can sometimes get caught up in the plastic wrap or are taped to the cardboard of the box the top came in.


How do you operate a Jarvis memory handset?

For questions about assembly and use of a Jarvis Standing Desk, please refer to our howtojarvis page.


Do Jarvis desk tops come with predrilled holes?

Jarvis desk tops come with pre-drilled holes with metal inserts for frame components. There are pre-drilled holes for the handset that must be screwed in with the included wood screws. The tops do not come with pre-drilled holes for mounting accessories.


How do I disassemble my Capisco if I want to return it?

Watch our Capisco disassembly video to guide you through this process.


Shipping questions

Where will my order ship from?

We ship out orders via FedEx Ground or Freight from either our Portland or Baltimore distribution center. To help ensure the quickest delivery, we will ship your order from the distribution center closest to you that has your item(s) in stock. Products that we don’t stock in our Fully warehouses will be drop-shipped from our vendors.


Once my order ships, how can I track it?

Once an order has shipped, an e-mail will be sent with tracking. Please note that it may take up to 24 hours before movement is reflected when tracking your order.


Why will my order come via freight shipping?

We use freight shipping for larger, heavier items and for larger quantities of items — shipments that are too bulky or too heavy to be handled by a ground delivery person. We use ground shipping for smaller and lighter items. The following items always ship via freight carrier:

  • LifeSpan treadmills
  • Focal Confluence Table
  • Rocket Mission (Jarvis Hardwood, Albright and Evolve) desk tops
For additional delivery services, such as an inside delivery or an installation, please contact our commercial sales team: commercialsales@fully.com.


What do I need to do if my order is shipped freight?

When your shipment leaves we will send you an e-mail with your tracking number(s). After you receive your tracking number(s), you can reach out to your freight company to schedule your delivery. Freight shipments arrive as scheduled, curbside deliveries, and an adult must to be present to:

  • Inspect and sign for your delivery
  • Note any shortage or damage on the driver’s paperwork at the time you sign
  • Bring the boxes inside the building


Do you ship to my country?

We will ship anywhere in the US. We ship most products to Canada with some restrictions. You can also place an order on our website if you are planning to ship to the United Kingdom or elsewhere in Europe. If you are looking to ship our products to other locations, our other international clients have worked with freight forwarders, who provide a US shipping address and international forwarding services. For your convenience, we have provided shipping weights and dimensions on all of our product pages. Please call us if you have questions around this process.


Product questions

Which desk should I pick?

We have experience with every desk we offer. To find out more, please just give us a call and we'll be more than happy to help you find the best desk for your needs. You can reach us at 888-508-3725, any weekday from 9:00 AM to 5:00 PM Pacific time.


Which keyboard tray goes with a Jarvis desk?

We recommend the Jarvis Fixed Keyboard Tray for rectangle desks at least 36" wide and the Jarvis Adjustable Keyboard Tray, for Jarvis Standing Desks 48" wide or larger. The ESI All-Fit Keyboard Solution is also compatible with Jarvis desks that are 48” wide and larger.


How much weight do your monitor arms hold?

Our monitor arms have their specific weight capacities listed under the specifications tab on the product page. If you have any questions please feel free to contact us.


What size custom desk tops go best with Jarvis frames?

Narrow frames can hold desk tops between 29.5 - 47” wide and 24 - 27" deep. Wide frames can hold desk tops between 44.5 - 82” wide and 27 - 36” deep.


How do the desks adjust from sitting to standing?

Most of our desks are electric and move with the simple push of a button.


Can I use my own desk top?

Totally. We currently offer a few options of Jarvis Frame Only products:

Send us a picture when you’re all set up and we’ll send out a Tweet and everyone on the internet will be jealous of your awesome custom setup.


Can I get an upholstery or desktop sample?

We are happy to send out samples. Just email us at info@fully.com..


How do I clean my desk?

Bamboo Tops

  • Our Bamboo tops use a water-based UV-cured topcoat that is difficult for the end-user to replicate. For light scratches the best option is to treat the wood with Old English Oil. This will protect the bamboo and should restore some of the color. Mix two parts Old English Scratch Cover for Light Woods and one part Old English Oil. These are available at most hardware stores as well as Home Depot, Lowe’s, and Amazon. Rub this mixture into the scratch using a microfiber cloth and let it sit for a while. Rub off the excess and repeat as necessary.
  • It’s important to understand that this will not fill the scratch. However, it will restore color to the scratched area and should protect the bamboo somewhat from moisture.
Laminate Tops
  • To maintain the beauty of decorative laminates, clean with a solution of liquid dishwashing detergent and warm water. Dry with a clean, non-abrasive cloth. This should remove most stains from the surface.
  • For stubborn stains, use a household cleaner. It may be necessary to use a soft bristle brush with light scrubbing to assist in removing the stain.
  • Do not use any type of abrasive cleaners, as this will cause scratching and discoloration of laminate. Use baking soda as instructed above.
  • Do not use any type of steel wool or abrasive cleaners, as this will cause scratching and discoloration of laminate.
Whiteboard Tops
  • These tops can be cleaned in the same manner as any white board. We recommend Expo markers and erasers.
  • These tops may require occasional cleaning with a white board specific cleaner.


Quotes & placing orders

How can I place an order?

If you’re ready to place an order, you may place the order online, or over the phone with one of our helpful customer service representatives. You can reach us at 888-508-3725, any weekday between 9:00 AM and 8:00 PM Eastern time.


Can I get a quote for an order?

Sure! Just fill out the quote request form located beneath the "Add to Cart" button on each product page. We typically respond to quote requests with 24 hours during normal business hours.


How do I use a coupon or promo code?

After adding items to your shopping cart, simply use the link in the shopping cart to apply a promo code. After you update your cart with the coupon information, the new pricing will be reflected in the total. Please contact us if you are having trouble.


Can I send you a purchase order?

Absolutely! Please submit your purchase order to sales@fully.com. In order to ensure that only one order will be placed, please avoid sending us your PO more than once.


What info should I include in my purchase order?

  • A contact person, phone number, and e-mail address for shipping questions
  • Your shipping address
  • Your billing address
  • The e-mail address of your Accounts Payable department, so that we know where to send your invoice
  • Our company’s full name and address
  • The quantity and full configurations of the items that you want to order
  • Your order total and your payment terms (our standard terms are Net 30)
  • If your PO is based on a quote that we sent you, please include the quote number on the PO for faster processing

What if I need a copy of my receipt/invoice?

Email sales@fully.com and we will be happy to send you a copy of your order confirmation, reciept or invoice.


Warranty

Is there a warranty on the desks you sell?

Of course! Jarvis desks have an all-inclusive 7 year warranty on all frame components, including motors and electronics.


How do I file a warranty claim?

Just go to our warranty information page and fill out our warranty claim form.


Troubleshooting

How do I reset my Jarvis desk?

BASIC RESET:

  • Hold the DOWN button until the desk lowers to its lowest point. Release.
  • Press and hold the DOWN button again for about 10 seconds. Release. If you have a digital handset with a display you will see RST (looks like ASR) on the screen.
  • Press and hold the DOWN button again until your desk dips down slightly, and pops back up (if it doesn't move after 10 seconds you may have to press and hold it again).
  • This movement signals that the reset was successful, and you should be good to go!


FULL RESET:

  • Unplug your desk from power.
  • Disconnect all cable connections on the underside of your desk. There will be a total of four cables to unplug from the control box. The power cable and the handset switch each have one connection spot, and each of the leg cables have up to two spots where they're connected depending upon whether or not it is connected to an extension cable.
  • Once everything's unplugged, please plug it back in with the reverse order, making sure all the connections are nice and firm.
  • Then run the desk through the BASIC reset, and you should be good to go!

If you’re not able to get the desk to go through this sequence, or if the UP button still doesn’t work, please don’t hesitate to write back or give us a call at (888) 508-3725 and let us know what happened. We’ll figure out what in the world is bugging the desk together!


How do I lock/unlock my Jarvis desk?

Please refer to the instructions provided with your desk frame, or reach out to us at (888) 508-3725 and we'll help you out.


Financing

Do you offer financing?

We offer financing options (powered by Affirm) with no money down and 10%-30% APR and 3, 6, or 12 monthly payments. Starting your perfect active workstation is now easier than ever.

It’s quick and easy: just select Affirm at checkout. Pay your monthly bill using a bank transfer, check or debit card at affirm.com.


If I pay with Affirm can I still return my order?

Absolutely. Please note that orders that use Affirm as the payment method may be subject to interest that is non-refundable.


Can anyone use Affirm?

To be eligible to use the Services, you must be at least 18 years old (19 years old in Alabama or if you're a ward of the state in Nebraska) and a resident of the United States or its territories. Residents of Iowa and West Virginia are not eligible for the "Buy with Affirm" service. You represent and warrant that you are eligible to use the Services.


What if I don't qualify for the whole order amount?

If you want to place an order but don't qualify for the full amount, you can pay the difference through Affirm.


Is there an order minimum?

Yes, orders must total at least $200.